Contact Center Agent I

Contact Center Agent I

Epsilon is now part of AMERICAN SYSTEMS!

We are pleased to announce Epsilon, Inc. has joined AMERICAN SYSTEMS. Together, we're combining our expertise and expanding our resources to enhance support for our customers and create new opportunities for our employees. Epsilon will operate as a wholly owned subsidiary of AMERICAN SYSTEMS until December 31, 2025, transitioning fully to AMERICAN SYSTEMS on January 1, 2026. We're committed to a smooth transition and look forward to what we'll achieve together.

Read more here: AMERICAN SYSTEMS Acquires Epsilon, Inc.

Benefits:
We offer competitive compensation, comprehensive benefits through a major national carrier, generous PTO, paid holidays, and immediate 401(k) contribution. Starting January 1st, 2026, you'll gain access to AMERICAN SYSTEMS' benefits package and employee ownership program-details will be shared during your recruiter conversation.

Compensation:
The wage range listed represents the potential compensation opportunities for this position. Starting salary will be thoughtfully determined by the hiring manager based on a variety of factors including candidate experience, education, relevant skills, and qualifications brought to the role. The initial offer could be any amount within the posted range, reflecting our commitment to fair and competitive compensation.

Where you'll work:
This fully remote opportunity allows you the flexibility to work from home in support of Epsilon's USPTO customer.

Our Customer's Mission:
The USPTO Electronic Business Center (EBC) provides external customers with a broad range of customer service and technical assistance for various Patent and Trademark electronic systems. The EBC's mission is to assist stakeholders throughout their journey in the U.S. Patent and Trademark systems by offering clear, consistent, and intuitive solutions. We empower customers by removing barriers, enabling all innovators to understand and navigate the Patent and Trademark systems with ease.

An average day:
As Contact Center Agent I, you will be the primary point of contact for external Patent and Trademark customers who are filing or attempting to access information regarding a patent or trademark. The primary responsibilities include providing exceptional service through communications channels including phone and email, technical troubleshooting, delivering accurate information, addressing concerns, and resolving customer inquiries. In this position you will:

• Provide customer service, operational and technical support to external Patent and Trademark customers
• Provide guidance on patent and trademark application processes and procedures.
• Respond to phone calls and emails pertaining to filing issues, aid customers with accessing and filing patent application information, complete technical troubleshooting, provide responses to the customer, and provide follow-up information as appropriate.
• Monitor mailboxes for issues and respond to internal and external emails.
• Manage and file customer information.
• Participate in virtual new hire and refresher training sessions as needed.

Basic Qualifications:

• As a requirement of this position, all candidates must be either a U.S. Citizen or have official legal status in the United States and must have continually resided in the United States for the last two years. In accordance with 8 U.S.C. 1324b(a)(2)(C) , Epsilon will not consider candidates for this position who do not meet the aforementioned conditions.
• Minimum of 1 year of experience in a customer service role.
• Experience with contact center software and/or Customer Relationship Management (CRM) systems.
• Basic IT skills, including experience in Microsoft Office Suite (Word, Excel, PowerPoint, Adobe).
• Understanding of customer service principles and practices.
• Demonstrated ability to provide high-quality customer service and improve customer satisfaction.
• Keen attention to detail and time management skills.
• Ability to work well independently.
• Understanding of the basic processes and terminology related to patents and trademarks.
• Ability to assess situations, identify problems, and offer solutions quickly and effectively.
• Ability to manage multiple tasks simultaneously, such as handling calls while updating records in the system.
• Maintain a positive and professional demeanor, even in challenging situations.
• Ability to touch type a minimum of 40 words per minute.
• Must have reliable home internet connection.
• Software testing experience a plus.

Other Requirements:

• Must be able to pass federal background investigation and obtain a Public Trust
• This position operates in a shift environment, Monday through Friday 9:00am to 8:00pm Eastern time. Assigned shift will be 9am-6pm, 10am-7pm, or 11am-8pm with one hour lunch. Shifts will be determined at the time of start and will be based on customer needs. Must be able to be flexible with scheduling.

Physical Demands and Working Conditions:
Listed below are the physical or mental requirements necessary for the job's performance. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions:

• Prolonged periods of computer desk work.
• Dexterity of hands and fingers to operate a computer keyboard and other computer components.
• Speaking and hearing are sufficient to converse and understand conversations, both in-person, telephone, and virtual meetings.
• The cognitive skills needed to complete tasks, including abilities such as learning, remembering, focusing, categorizing, and integrating information for decision-making, problem-solving, and comprehending.
• Ability to learn new tasks, remember processes, maintain focus, complete tasks independently, make timely decisions in the context of a workflow, and the ability to communicate with managers and co-workers.
• Mental aptitude to respond appropriately in high-pressure situations or deadline-driven environments.
• Maintain a professional emotional response when working with others.

Epsilon is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. EEO/AA: Disabled/Vets.

Please click here to review your rights under EEO policy.

If you are an individual with a disability and need special assistance or reasonable accommodation in applying for employment with Epsilon, Inc., please contact our Recruiting department by phone 828-398-5414 or by email careers@epsilon-inc.com .